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Keywords: Online customer experience
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Journal Articles
International Journal of Quality and Service Sciences (2024) 16 (2): 218–250.
Published: 29 April 2024
...Puneett Bhatnagr; Anupama Rajesh; Richa Misra Purpose This study aims to develop a customer-centric model based on an online customer experience (OCE) construct relating to e-loyalty, e-trust and e-satisfaction, resulting in improved Net Promoter Score for Indian digital banks. Design...
Journal Articles
International Journal of Quality and Service Sciences (2016) 8 (1): 102–119.
Published: 21 March 2016
... anytime, anywhere. The purpose of this paper is to develop a theoretical model for a unified online customer experience by drawing from related literature on consumer behavior in the online contexts. Design/methodology/approach – By synthesizing extant consumer behavior and e-commerce literature...
